The global search feature is enhanced for Serviceaide Intelligent Service Management to improve the quality and time to display search results. The results are near real time and display both active and inactive tickets. This feature is available for all users (including non-English users) to switch on or off and see which version works best for them.
Note: The advanced global search is also known as Elastic Search.
By default, the enhanced global search is enabled. To disable enhanced global search, click SWITCH BACK in the top-right corner of the page.
You can search the required object using ticket attributes, which also supports localized values.
For the attributes that are listed below, following are the examples based on which the English and Non-English users can perform a search:
For Example, for Deutsch users, the string should be 'ticket_stauts.de_DE'.
-For Spanish: '.es_ES',
- For French: '.fr_FR',
- For Italy: '.it_IT',
- For Portuguese: '.pt_BR',
- For Finnish: '.fi_FI',
- For Swedish: '.sv_SE',
- For Russian: '.ru_RU',
- For Simplified Chinese: 'zh_CN',
-For Japanese: '.ja_JP'
The search supports the following objects within Serviceaide Intelligent Service Management:
Tickets: You can search tickets using ticket parameters and custom attributes such as status, description, requester, organization, and source. The following attributes are supported:
affected_ci_id | closed_by_group_id | modified_by_group_id | person2_contact_id | ticket_details |
| affected_ci_name | closed_by_group_name | modified_by_group_name | person2_full_name | ticket_id |
assigned_to_contact_id | closed_by_full_name | modified_by_full_name | person2_org_id | ticket_identifier |
| assigned_to_group_id | closed_date | modified_by_user_id | person2_org_lvl | ticket_impact |
assigned_to_group_name | created_by_contact_id | modified_date | person2_org_name | ticket_importance |
| assigned_to_full_name | created_by_group_id | person1_contact_id | person2_user_id | ticket_pending_approval |
assigned_to_user_id | created_by_group_name | person1_full_name | resolved_by_contact_id | ticket_phase |
| ccti_category | created_by_full_name | person1_org_id | resolved_by_group_id | ticket_priority |
| ccti_class | created_by_user_id | person1_org_lvl | resolved_by_group_name | ticket_reason_code |
ccti_id | created_date | person1_org_name | resolved_by_full_name | ticket_solution_id |
ccti_item | custom_attributes | person1_user_id | resolved_date | ticket_source |
ccti_type | lastmodtimestamp | -- | ticket_description | ticket_status |
closed_by_contact_id | modified_by_contact_id | -- | -- | ticket_type |
-- | -- | -- | -- | ticket_urgency |
The following attributes are supported with localized values:
For Example, for Deutsch users, ticket_stauts.de_DE
ticket_impact | ticket_type | ticket_reason_code | ticket_phase | ticket_status |
ticket_source | ticket_urgency | ticket_priority | ccti_class | ccti_category |
ccti_type | ccti_item | -- | -- | -- |
Knowledge Base (KB) Articles: You can search KB articles using any KB article fields such as status, description, owner, created date, approved date, and approved by. The following attributes are supported:
approved_by_contact_id | ccti_class | lastmodtimestamp | sol_created_contact_id | sol_owner_contact_id |
approved_date | ccti_id | modified_by_user_id | sol_created_date | sol_owner_full_name |
article_feedback_count | ccti_item | sol_approved_by_full_name | sol_expiry_date | sol_resolution |
article_is_not_useful_count | ccti_type | sol_category | sol_modified_by_full_name | sol_status |
article_is_useful_count | compliance_owner_contact_id | sol_category_id | sol_modified_contact_id | sol_symptom |
| avg_article_rating | compliance_owner_full_name | sol_cause | sol_modified_date | sol_symptom_detail |
ccti_category | created_by_user_id | sol_created_by_full_name |
The following attributes are supported with localized values:
ccti_class | ccti_category | ccti_type | ccti_item | sol_category |
sol_status | -- | -- | -- | -- |
Users: You can search users using any contact attributes such as full name, user login, employee ID, email address, and job title. You can further refine the search according to organizations by applying the filter Organization. Click filter icon to apply the organization-based filters. The following attributes are supported:
| Contactmodifieddate | familyname | jobtitle | pinnumber | user_id |
emailaddress | full_name | organizationid | primaryorghierarchicalpath | userlogin |
employeeid | isvip | organizationname | primaryphone | -- |
externaluserid | -- | -- | row_id | -- |
The following attributes are supported with localized values:
jobtitle | -- | -- | -- | -- |
Configuration Item: You can search configuration item using any configuration item fields such as createddate, cctiid, assteid, and modifieddate. The following attributes are supported:
ciname | cctitype | assteid | cicontactorgid | lastmodtimestamp |
| cifunction | cctiitem | ciorgname | cistatusdate | cicontactname |
| cidescription | ciidentifier | cirootorgname | createdbycontactid | -- |
| cctiid | cistatus | ciorghierarchicalpath | createddate | -- |
| ccticlass | orgid | ciorghierarchicalpathids | modifiedbycontactid | -- |
| ccticategory | -- | cicontactid | modifieddate | -- |
The following attributes are supported with localized values:
ccticlass | ccticategory | cctitype | cctiitem | cistatus |
Service Catalog Items: You can search service catalog using any service catalog fields such as category_name, quick_name,define_attributes, and users. The following attributes are supported:
category_name | quick_category_id | auto_assign_on_create | created_date | define_attributes Note: All the configured attributes. |
| quick_name | quick_form | auto_assign_action_id | modified_date | users |
| quick_description | form_name | quick_is_sticky | lastmodtimestamp | -- |
The following attributes are supported with localized values:
category_name | quick_name | quick_description | form_name | -- |
The following advanced search parameters are supported:
Question mark is used to match a single character in a specific position of the search query. For example, searching for D600?, returns results that contain D600 followed by any single character such as D6001, D6009, and D600A.
Asterisk is used to match any number of characters in the search query. For example, searching for print* would return results that contain print followed by any number of characters such as print, printers, and printing.
Using Advanced Global Search, OR is used to match any one search criteria or both. For example, while searching for tickets that are related to print, network, or both, use print OR network in the search text box. The option OR is case-sensitive.
Note: Using Global Search, instead of OR you can use space while searching for tickets, to match any one search criteria or both. For example, while searching for tickets that are related to print, network, or both, you can type print network in the search text box.
AND is used to match the search criteria. For example, while searching for tickets that are related to print and network, use print AND network in the search. The option AND is case-sensitive.
Double quote is used to search for the exact phrase in the double quotes. For example, while searching for tickets that have a phrase network printer, use "network printer" in the search. The search parameter that you use in double quote is case-sensitive and results are displayed accordingly.
You can use attributes in the search text box to refine the results. The format for applying the attribute search is attribute_name:search_term. For example, to search tickets with priority medium, the format is ticket_priority:Medium. The attribute-based search inputs are case-sensitive.
You can search tickets using custom attribute. The format for typing the custom attribute in the search text box is - custom_attributes.name:"DTS Name" AND custom_attributes.value:"DTS"
The search based on custom attributes is case-sensitive.